Quality Claims Coordinator

All About Arconic: Arconic is currently in search of a Quality Claims Coordinator (Product Systems Professional) to join our Global Rolled Products Operations business unit in Lancaster, PA. Arconic Corporation (NYSE: ARNC), headquartered in Pittsburgh, Pennsylvania, is a leading provider of aluminum sheet, plate, and extrusions, as well as innovative architectural products, that advance the ground transportation, aerospace, industrial, packaging and building and construction markets. In 2020, the businesses of Arconic Corporation reported annual revenue of $5.7 billion. Through the ingenuity of our people and cutting-edge advanced manufacturing techniques, we make products that meet quality, efficiency, and delivery objectives to achieve customer success and shareholder value.

Arconic Lancaster has been a leader in the aluminum manufacturing industry and a strong community partner for over 75 years. At our 1.3 million square-foot plant, we produce a variety of products--from painted aluminum sheet to blanked aluminum products. What we produce here is found in a wide assortment of end products, such as truck cabs, cookware, and construction materials. We also produce brazing sheet used by auto manufacturers to make evaporator and condenser components. Over 400 customers use our product for a variety of consumer goods.

The Quality Claims Coordinator (Product Systems Professional) oversees the entry, investigation, reporting of status, and resolution of all Customer Claims filed against the Lancaster Sheet Mill, ensuring that claims are accurately settled in a timely and complete manner. The incumbent also is required to monitor claims through final closure, as well as file relevant documents relating to claims against Lancaster's suppliers that directly affect the quality of our product; i.e. Freight Companies, Ingot Suppliers, Paint Suppliers, Outside Processors, and Warehouses. Additionally, the Product Systems Professional oversees the ETQ Document Management System, Customer Specification Review SharePoint, as well as the Lancaster Paint (PCRR) System.

Safety is our number one value. We will provide you with all the PPE and training you need to perform your job as safely.

Key Accountabilities

Customer Claims: The incumbent is responsible for issuing approximately $5 million in claims credits per year and must work to maintain good customer relations through fair, equitable, and timely resolution of claims to prevent a negative impact on revenue. In addition,

The incumbent shall:

• Be the first line of contact for customers to enter claims against the Lancaster Mill.
• Train backup(s) for claims entry
• Work with customers to obtain problem descriptions, photographs or samples.
• Maintain reports of open claims and follow up with customers, Product Metallurgists, and Metallurgical Technicians to drive timely closure of claims, managing the Claims OneNote system to facilitate communication.
• Monitor AS400 functions to ensure electronic claims closure approvals are completed in a timely fashion and report status to Product Metallurgical Superintendent.
• Create accurate credit memos for payment of customer claims.
• Work closely with Accounting, Customer Service, and A/R Specialist in resolving unadjusted items, miscellaneous billings, and invoice cancellations.
• Work closely with the Product Metallurgical Superintendent, MQS Technicians, Product Metallurgists and others as needed on ensuring that MRA (Metal Return Authorizations) are returned and dispositioned promptly. When necessary, coordinate re-work of MRA material with Customer Service, Product Metallurgists and MQS Technicians.
• Report claims closure rates to MQS Management.
• Completely administer complaints with suppliers through obtaining accurate, fair and timely resolutions to claims filed against suppliers that directly affect the quality of product delivered to Arconic Lancaster's customers i.e. freight Companies, Ingot Suppliers, Paint Suppliers, etc.

• Maintain SOP's related to claims activities in accordance with ISO Standards.
• Provide all financial reporting related to customer claims, including
  
  
  
  • Monthly Claims PPM reporting for inclusion in plant wide Pay for Performance bonuses
  • Monthly Claims PPM KPI data entry
  • Weekly claims forecasts for the Financial Huddle
  • Summaries of claims costs and root causes for weekly and month end reports
  
  
  
  
• Represents the MQS Department in physical inventories to manage MRA inventory.
• Follows up on outstanding Carrier claims to secure payment
• Administers requests for revisions to metal recertifications
• Develops and updates procedures related to claims entry

ETQ Document Control System: The incumbent is responsible for oversight of ETQ document control system deployment and maintenance for the LAN facility.

The incumbent shall:

• Manage and maintain the LAN Document Control system, to include:

• Lead the conversion from file-based document management to the EtQ system,
• Issue late reports and follow up with LAN Departments to develop actions to reduce procedure stagnation.
• Act as SPA interface with Corporate ETQ support for maintenance, upgrades, and system improvements.
• Oversee the MQS Quality Technician in administrating the EtQ system.

Customer Specification Review SharePoint: The incumbent is responsible for oversight of Specification Review Process.

The incumbent shall:

• Ensure customer specifications are routed, reviewed, and stored within the prescribed timeframe.

Lancaster PCRR System: The incumbent is responsible for the oversight of the PCRR system including:

• Maintaining color logs using AS400 based PDS system.
• Executing color match procedure.
• Tracking of PCRR closure rates.
• Frequent communication with Paint Line on PCRR/PDS updates.

CRITICAL COMPETENCIES:

• Tenacity: Prompt claims settlement requires tenacious oversight.
• Interpersonal Astuteness: The incumbent must be capable of working with people at various levels of the organization and our customers' organizations; this includes effective verbal and written communication skills.
• Attention to Detail: Due to the financial component of claims administration, work must be accurate.
• Professionalism: Issuing ~$10 million in credit memos (valid/invalid) must be done with complete integrity and professionalism.
• Managing External Relationships: the incumbent must have strong customer relations skills.

Arconic's Benefits Package includes:

• Strong base salary with variable quarterly bonus program
• Generous Health Benefits beginning day 1! (medical, life, dental and vision plans available)
• 401(k) Match Program (up to 6% company match) PLUS a company Retirement contribution (3% of base salary)
• Competitive annual vacation accrual PLUS 9 annual paid holidays and 2 personal holidays

In addition to the above benefits, Arconic offers:

• Personal development to grow your career with us based on your strengths and interests
• A collaborative teams-oriented environment where employees are empowered to make an impact to the results of the business
• The ability to interact with other employees through one of our 6 Employee Resource Groups that give back to our community and plan events for other employees within the plant
• Employee recognition programs including service awards and additional opportunities for incentive pay

About Lancaster, PA: A great central location in South Central Pennsylvania, Lancaster is situated for easy access to major cities such as Philadelphia, Pittsburgh, Baltimore, Washington DC, and New York City. Lancaster offers a notable entertainment community with rich historic sites, museums, many different shopping centers, entertainment venues, and restaurants.

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BASIC QUALIFICATIONS:

• High School Diploma or GED from an accredited institution
• 1 year experience in areas of claims, accounting, accounts payable or customer service.
• 1 year experience with Microsoft Office (Outlook, Excel and Word)

PREFERRED QUALIFICATIONS:

• Associates degree in Accounting, Business Administration, or Administrative Office Management.
• 2 years' experience in areas of claims, accounting, accounts payable or customer service.

• Good interpersonal skills and ability to work effectively with individuals and teams at all levels of the organization, including customers and external personnel.
• Familiarity with mainframe data systems such as AS400, and query tools.
• Demonstrated ability to generate and validate data.
• Knowledge of ISO 9001 quality systems.